Document Type

Work in Progress


In a democracy, elected governments are expected to meet the needs of their various constituencies in order to have an opportunity to continue in power. “Citizen” or “constituent” is legitimate stand-in for the letter “C” in Customer Relationship Management, accepted in the world of business. Currently, many CRM companies are prospecting the public sector organizations to market their products. The government markets, globally, are the fastest growing market for CRM systems in the upcoming years. This paper describes the goals of e-Government implementations and applications that characterize the nature of citizen service delivery initiatives in the public sector. The paper examines the differences between applying CRM in public and private sector. The paper goes on to discuss the application of four E-Commerce based CRM implementation strategies in the public sector and their outcomes in selected cases. The second part of the paper uses publicly available empirical data to investigate scope, extent and impact of global e-Government implementations.